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London/SE regional event
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11/09/2015
When: 11 September 2015
9.30 AM until 4.00 PM
Where: Computacenter
Hatfield Business Park
Hatfield
London AL10 9TW
United Kingdom
Contact: Teresa Corre
0118 918 6502


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SERVICE CULTURE AND CUSTOMER EXPERIENCE

Digital technologies, such as social, mobile, analytics and cloud, are changing the way our users and customers engage with IT support. At the next London and South East regional at Computacenter in Hatfield, we will discuss the challenges encountered with CX and how we extend the service culture to all areas of the business.

We hope you can join us.

Best regards,

Daniel Breston

Regional Chair

 

Location link:

http://www.computacenter.com/locations/hatfield.asp

 

Agenda

0930-1000 Registration

1000 Introductions

1015-1115: Steve Rayner, Computacenter

1115-1130: Break

1130-1230: Barclay Rae, Barclay Rae Consulting

1230-1330: Lunch

1330-1415: Peter Mills, Arqiva

1415-1430: Break

1430-1530: Ryan Cowie, Fujitsu

1530-1600: Daniel Breston

 

Speakers

Steve Rayner: Computacenter – Group Services Innovation Director

How customer experience is key to enabling users

Digital technologies, such as social, mobile, analytics and cloud, are changing the way our users and customers engage with IT support.  Steve Rayner, Computacenter’s Group Service Innovation Director, will share his experiences in changing the way that IT service management is delivered to drive a different service model; driven from customer experience to enable users and their businesses.    Steve will share some of the challenges encountered and how these have been overcome, based on his extensive experience at driving innovation and challenging the status quo.


Barclay Rae: Barclay Rae Consulting

How do we measure CX (Customer Experience)?

This will be a mix of some thoughts on CX (what it is and isn’t, why it’s important and how we could quantify and measure key elements) with discussions and group feedback on practical ways to measure and identify if this is working.

 

Peter Mills: Principal Service Architect at Arqiva

General discussion

With input from the speakers and audience based on Peter's experience.

 

Ryan Cowie: Deputy Service Director at Fujitsu

The role of the contract between customer and supplier

How do differing attitudes towards the contract impact the effectiveness of collaboration between parties and the maturity of the service, including the changing nature of contracts as a result of the emergence of trends such as SIAM and Hybrid IT. Collaborative approaches to risk management will also be explored.

 

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